Time Study is an enterprise software startup on a mission to eliminate timesheets. Our software platform uses machine learning, mobile technology, and data science to automatically tell a story of how enterprise employees spend their time. Our solution lowers the cost of enterprise time management and transforms time data into meaningful actionable insights. This is an exciting opportunity to join our Executive Team, with huge growth potential. We’re looking for self-motivated and enthusiastic people with a talent and passion for technology, business and enterprise software innovation. 

Head of Client Services

Time Study is seeking a Client Services officer to join its Executive Leadership Team. The Head of Client Services will serve as a member of the Executive Leadership Team and will manage the post-sale relationship with our clients and ensure successful onboarding, retention, and expansion of the Time study platform. You will establish the company's client success strategies and will be responsible for overseeing all client relations. You will direct the help desk and client account management teams to ensure high customer satisfaction and to drive bottom-line value and outcomes for our clients. 

The ideal candidate is customer-centric and data-driven and has a strong mix of client relationship management, team leadership, and technology business experience. Great opportunity if you're excited about designing, growing and leading successful enterprise client services in a fast-growing technology company.

Location: This position is based in our New York office

Reporting Relationship

Head of Client Services will report to the Chief Executive Officer as part of the Executive Leadership Team.

What You’ll Be Doing

  • Drive the company’s overall client success strategy and establish & monitor client success KPIs to assess the company’s performance.

  • Grow and lead high performing client service teams with high client satisfaction rates. Attract outstanding talent to join the team. 

  • Work on big-picture initiatives as well as lead and monitor the day-to-day client operations.

  • Manage and monitor the company’s client services budget and create cost-effective resource allocation strategies.

  • Establish and provide leadership and mentorship to the Client Onboarding, Help Desk, and Account Management teams.

  • Create a data-driven, customer-centered environment that promotes innovation, creativity and a service-oriented attitude.

  • Establish, manage and own the overall relationship with clients and their success. 

  • Communicate client success strategy and vision to our partners, investors, advisors, and key clients.

  • Partner with key clients to establish innovative product roadmaps to ensure value with the Time Study Platform.

  • Serve as the voice of the client at Time Study - Strategically incorporate client feedback to the Product team and advocate internally on behalf of our client’s needs. 

  • Work closely with the growth team to drive account expansions and renewals. 

  • Oversee client account management operations which require navigating a diversity of stakeholders across the enterprise.

  • Use innovative, data-driven strategies to establish client onboarding, client service and training workflows that are scalable, cost-effective and efficient.

Experience and Educational Requirements

  • 5+ years of demonstrated success in a Customer Success, Client Engagement or Client Services leadership role for a technology/SaaS company. 

  • Demonstrated history of owning client relationships, client onboarding, client support, and client renewal and expansion.

  • Excellent client relationship skills, clear and concise verbal and written communication skills, strong interpersonal and conflict resolution skills.

  • Experience growing and leading geographically dispersed client service teams.

  • Significant experience in a client-facing leadership role requiring engagement across a diversity of stakeholders and executives.

  • Demonstrated ability to manage multiple projects and to adjust to fast-moving priorities while delivering results across many clients. 

  • Demonstrated experience leveraging technology, innovation, and data to monitor client success KPIs and deliver client value. 

  • Passion for technology and a strong ability to adapt to new technologies quickly.

  • Proven track record of working with cross-functional teams in a collaborative environment.

  • Experience conveying our client success vision and strategic plans to key stakeholders, partners, advisors, and investors. 

  • Experience working in a high-growth B2B SaaS environment is a plus.

  • Experience in the health, research or healthcare administration sectors is a plus.  

  • Experience as a leader in a VC-backed startup is a plus

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